Interview: Flexjet CTO, Greg Johnson, on challenges of re-designing fractional providers’ app

Interview: Flexjet CTO, Greg Johnson, on challenges of re-designing fractional providers’ app 890 395 C-Suite Network
Interview: Flexjet CTO, Greg Johnson, on challenges of re-designing fractional providers’ app

Flexjet has recently released its new app for their customers, allowing owners to fully manage their account with the fractional ownership company, from booking flights to placing catering requests.

Corporate Jet Investor spoke to Flexjet’s chief technology officer, Greg Johnson, to understand more about the app and how it is helping their customers get the most from their fractional ownership.

Corporate Jet Investor: Have customers been asking for an app?

Johnson: We had an app before, so this is more like a Version 2.0 – a complete overhaul. But customers have been asking for more functionality, and to be able to do a lot more from the app.

Corporate Jet Investor: How long has it taken to redevelop?

Johnson: The app took nine months to redevelop, which included a lot of testing to make sure we had a very smooth launch. The data and the core operating systems were already in place, so it was mainly a challenge of creating the user-interface.

Corporate Jet Investor: Is this being driven by customer experience rather than the aim of cutting customer service costs?

Johnson: This is 100% about improving the customer experience. If you want to add a passenger to your next flight whilst in a meeting, you now can, in an easy and discreet way. The app also means that clients are never more than a button away from talking to their account manager. Cost savings didn’t really enter the equation. We’ve been experiencing exponential growth so cost saving isn’t really necessary at this point – so it really is all about the service.

Corporate Jet Investor: A lot of charter brokers have launched apps saying that they offer end-to end bookings without any phone contact. As a fractional you are probably better placed to do this than a charter company, but do you see this happening soon? (For example, a customer booking and flying by only using the app.)

Johnson: Some of our customers will do this without…